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Because it usually reports volume and satisfaction. Sessions are up, deflection is sixty per cent, and none of it says what people wanted or whether they got it.
Conversation analytics reports what visitors and staff actually asked, grouped by topic, with what happened next.
Questions group by topic rather than by wording. Each topic shows how often it arose, whether it was answered from a source, and how often it ended in handover.
A topic asked ninety times a month with a seventy per cent handover rate is the article nobody has written. That is a specific, evidenced piece of work.
It will not tell you whether the answer was good. Handover rate and repeat questions are proxies; a customer who accepted a wrong answer looks identical to one who got a right one.
Conversations, the sources used, handover reasons, and — for the website widget — what became a lead.
Yes, they are reported separately.
Yes, which is the most useful view it has.
Yes, on a schedule, per topic area.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.